Refund policy

At Sneaker House, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we offer a transparent and hassle-free return policy for our customers in both the United States and Australia. 

Please review the following policy before initiating a return.

Return Window

You have 30 days from the date your item was delivered to request a return.

Return requests submitted after the 30-day period may not be eligible for a refund or exchange.

Item Condition Required for Return

To be eligible for a return, the item must be in new and resalable condition.

The following requirements apply:

  • Sneakers must be unworn and unused and must not show signs of outdoor use.
  • We recommend trying on sneakers indoors, preferably on a clean or carpeted surface, to avoid scuffing or marking the soles.
  • The sneakers must be returned in their original packaging, including the original shoe box and any included protective materials.
  • All original tags and labels, where applicable, should remain attached and intact.
  • Any accessories included with the product, such as extra laces or other items, must also be returned.

Please Note: Returns showing signs of wear, including creasing, dirt, scuffed soles, stains, damage, or other signs of use, may not be accepted. Items that do not meet the return requirements may be returned to the customer at the customer's expense.

How to Initiate a Return

To request a return:

  1. Contact our support team at support@sneakerhouse.us.
  2. Include your Order Number and a clear explanation of the reason for your return.
  3. Our support team will review your request and provide return instructions if the item is eligible.
  4. Return Method: Returns are accepted by mail.
  5. If a return label is provided, you will receive instructions by email regarding how to download and print the label.

Please do not send a return to our business address unless our support team has specifically instructed you to do so.

Return Address

701 S Miami Ave 372 C
Miami, FL 33130
United States

Return Shipping Costs

Defective, Damaged, or Incorrect Products

If you receive a sneaker that is defective, damaged during shipping, or different from the product you ordered, please contact us as soon as possible.

After reviewing the issue, Sneaker House will cover the return shipping cost for eligible claims and provide return instructions or a prepaid return label when applicable.

For damaged packages or products, we may request photographs to help us evaluate the issue and process your request.

Fit or Size Issues

We understand that choosing the right sneaker size online can sometimes be difficult.

If you need to return an eligible item because of a size or fit issue, please contact our support team within the 30-day return period. Return shipping arrangements and costs will be communicated based on the circumstances of the return.

Change of Mind

If you are returning an item because you changed your mind, selected a different style, or simply no longer want the product, the customer is responsible for the applicable return shipping cost.

The item must still meet all return-condition requirements.

Restocking Fee

We do not charge a restocking fee for eligible returns.

Exchanges

We may offer exchanges for eligible items, subject to product availability.

To request an exchange:

  • Contact our customer support team within the 30-day return window.
  • The original item must meet our return-condition requirements.
  • The original item must be returned before the replacement item is shipped.
  • Exchange availability depends on the requested size, style, or product being available.

If the requested replacement is unavailable, our support team will provide the available options.

Refund Process

Once your returned item is received, it will be inspected to confirm that it meets the requirements of this policy.

After the inspection:

  • We will notify you by email regarding the status of your return.
  • If the return is approved, the refund will be processed to your original method of payment.
  • Refunds are generally processed within 7 business days after the returned item is received and approved.
  • Your bank or credit card provider may require additional time to make the refunded amount available in your account.

The actual time required for a refund to appear may vary depending on your payment provider or financial institution.

Items That May Not Qualify for a Refund

A return may be refused if the product:

  • Has been worn outdoors or used.
  • Shows significant creasing, scuffing, dirt, stains, or other signs of wear.
  • Has been damaged after delivery due to customer use or handling.
  • Is missing required original packaging or included accessories.
  • Is returned after the applicable 30-day return period.
  • Does not otherwise meet the requirements of this policy.

Contact Information for Returns

For questions about our return or refund policy, or to request a return, please contact us:

Phone: +1 786-949-7506

Email: support@sneakerhouse.us

Store Business Hours: 

  • (Mon To Fri): 9 AM–5 PM
  • (Sat & Sun): Closed (EST)

When contacting us about a return, please include your Order Number so our support team can assist you efficiently.